GNOC Service Delivery Specialist
Alabang, Philippines (Hybrid)
Alabang, Philippines (Hybrid)
GECO Philippines, part of the GECO Asia Group of Companies, is a specialist IT Consulting Services company with headquarters in Singapore and two delivery centers in the Philippines.
Responsibilities
Lead end-to-end delivery, governance, and continuous improvement of Network Services across global entities within a shared-services model.
Assess, onboard, and support customers in adopting network services, ensuring alignment with enterprise standards, security policies, and business requirements.
Define, implement, and maintain the Network Service Delivery framework, including:
Network service catalog (LAN, WAN, WLAN, Cloud Connectivity, Security, Voice)
Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
Standardized service management and operational processes
Drive adherence to IT Service Management best practices (ITIL, CMMI), ensuring high service availability, reliability, and operational excellence.
Establish and support a global delivery and operations model to enable scalability and 24/7 service coverage.
Monitor and manage network service performance, including availability, capacity, resilience, incident, and change management.
Oversee the service lifecycle, ensuring all changes are properly assessed, documented, and implemented.
Ensure alignment of service delivery with contractual commitments and customer expectations.
Support service costing, allocation, and reporting in collaboration with finance and infrastructure teams.
Coordinate with cross-functional technology teams to deliver seamless, integrated services.
Act as an escalation point for major incidents, service disruptions, and performance risks.
Identify opportunities for service improvements, innovation, and value creation.
Maintain proper documentation, knowledge transfer, and compliance across all service operations.
Provide timely reporting on service performance, risks, and improvements to leadership.
Primary Technical Skills
Strong experience in enterprise network service delivery (LAN, WAN, WLAN, cloud networking, network security).
Solid background in IT Service Management with hands-on experience in ITIL-based frameworks (ITIL certification required).
Experience working in global or large-scale operational environments.
Understanding of infrastructure KPIs: incident management, availability, performance, capacity, and resilience.
Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
Excellent communication skills with the ability to engage technical and non-technical stakeholders.
Ability to work effectively in high-pressure, service-critical environments.
Secondary Skills
Exposure to Agile, DevOps, or automation-driven environments.
Familiarity with CMMI frameworks and process improvement practices.
Experience working in multicultural and geographically distributed teams.
Willingness to travel as needed.
Behavioral Competencies
Strong ownership and accountability mindset.
Flexible and adaptable, with willingness to support extended hours during critical incidents.
Ability to work across global time zones.
Resilient under pressure with strong incident management capability.
Professional communication and composure in a 24/7 operational environment.
Technical Environment & Certifications
Cisco Certified Network Professional (CCNP) or Cisco Certified Design Professional (CCDP) – required
Additional certifications (Palo Alto, F5, SD-WAN) – preferred
ITIL Foundation certification – required
You may click "Apply for this job" button or you may send your updated resume to dsa@geco.asia
